(03/10/2025) Head of Business Process Services Delivery

Job Description

Job description:

Purpose:

The Head of Business Process Services will be responsible to develop and implement BPS capability within Global Shared Services Unit, contributing to the transformation of our Global Delivery Unit into the Future Mode of Operation (FMO), that supports large-scale adoption of automation, incorporates follow-the-sun, leveragesAI techniques, supports a one-standard approach across all Global Delivery Centers (GDCs), securing in parallel quality and competitiveness.

The Head of Business Process Services will be responsible for leading and overseeing all Business Process Services activities across GDCs.

The successful candidate will develop and implement strategic plans, monitoring and analyzing performance metrics, and ensuring that the Global Shared Services Unit's goals and objectives are met on a global scale.

Key Objectives:

Customer Service

- Lead, Manage and develop the Global Shared Services to standardize and optimize service delivery across all Fujitsu locations within the Global Delivery Unit.
- Improve Customer Centricity by developing deep customer business knowledge to deliver effective services that meet the customer business requirement.
- Collaborate with Regions, Customer Engagement and Global PreSales teams to grow service line business.
- Develop and implement competitive cost models to improve win rates and transparency.
- Manage the budget for the service line including planning, monitoring actual versus planned and making necessary adjustments.

Capability Development

- By transforming the capabilities and skills of Global SharedServices, improve service Competitiveness to drive growth.
- Define and implement an effective capability location strategy that both supports Regional requirements and maximises labour arbitrage benefits.
- Optimise Service Line Resource Management by effective cross-training/upskilling, recruitment and planned attrition.
- Ensure that Delivery Standards are achieved aligned with performance metrics.
- Drive Standardisation across all delivery groups, working with Regional teams to achieve excellence in Customer Experience & align success measures. Develop and implement competitive cost models by utilising best practice, maximising labour arbitrage benefits whilst imbedding Automation and AI to improve win rates and transparency.
- Implement an effective location strategy that supports Company requirements.

People

- Ensure and drive high engagement of our people.
- Ensure that the workforce is highly skilled now and develops inline with our future corporate people strategy.
- Implement effective Performance Management across all team members.
- Drive the adoption and utilization of Agile practices within the Unit. Actively support/enable Agile engagement/working between GSS and Uvance, the Regions and other GD functions.
- Value the Diversity of our people and locations, promoting cultural empathy, building and living a customer centric culture based on our Fujitsu Way and value set.
- Ensure compliance with industry regulations and organizational policies across GDCs and incorporate ESG (Environmental, Social, and Governance) principles.

Key Performance Indicators:

Customer Service

- GSS Growth versus budget and financial achievement vs budget.
- GSS costs versus benchmark.
- Delivery Standards: Percentage of service requests resolved within agreed SLA, customer satisfaction score and net promoter score.

Capability Development

- Workflow Optimization: Process efficiency, cycle time, defect rate and percentage of tasks automated.
- Location Strategy: Benefits from labour arbitrage, number of locations supporting regional requirements and employee satisfaction score by location.
- Standardisation: alignment of processes and practices accross locations

People

- Resource Management: Resource utilization rate, cross-training/upskilling completion rate, recruitment rate and attrition rate.
- Performance Management: Employee productivity, number of performance reviews completed, fulfillment of skill database management and percentage of employees meeting or exceeding performance expectations.
- Technical Training: Number of employees trained/certified in key focus areas, percentage of employees meeting training goals, and training completion rate per defined application.
- Employee Management/Employee Engagement: Employee attrition rate, employee satisfaction score, number of employees trained/upskilled, average employee tenure, employee survey response rates and number of engagement inititiatives implemented.
- Talent Management: Succession planning completion rate, male/female ratios, number of potential successors identified and employee turnover rate.
- Responsible Business Plans: Global Responsible Business Indicator (GRIP) scores, number of responsible business initiatives implemented and improvements in environmental, social, and governance (ESG) metrics.
- Collaboration: Number of collaborative projects with other units (Uvance, Regions), satisfaction scores from other units, and number of joint initiatives with other units.
- Diversity and Culture: Diversity index / female share, number of diversity and inclusion initiatives implemented, and employee feedback on company culture based on the Fujitsu Way and value set.
- Compliance and ESG: Compliance rate with industry regulations and organizational policies, number of non-compliance issues, and improvements in ESG metrics.

Qualifications (Skills, Knowledge and Experience):

- We seek a leader who brings a comprehensive background in managing a complex workforce in dynamic global environment. Strategically focused, with commercial acumen and at least 8 years of relevant experience in delivery leadership roles, in complex environment ideally across a Global footprint.
- Strong leadership skills to lead and manage a team of Senior Leaders, providing guidance, coaching, and support to ensure they are equipped with the necessary skills, knowledge, and empowerment to deliver high-quality services to clients.
- Great at building relationships with key stakeholders based on mutual respect and trust. Highly effective when working within a matrix. Excellent communication, presentation and collaboration skills are essential.
- Highly committed to delivering results across a diverse customer base, with a naturally inquisitive and proactive mindsetconsistently asking insightful questions to identify opportunities, mitigate risks early, and foster innovative thinking
- Strong financial awareness, including budgeting, forecasting, and financial analysis. Ability to manage the Unit's profitability.
- Demonstrates the ability to analyse complex problems, creativity, and innovation in applying solutions for the benefit of the customer/stakeholder.
- Able to achieve outcomes by exercising influence through use of knowledge and experience. Able to manage projects and change effectively and ensure that projects are implemented smoothly, without disrupting service delivery and maintaining or improving client satisfaction, on time and within budget.
- Value the Diversity of our people and locations, demonstrating cultural empathy and the ability to build and live a customer centric culture based on our Fujitsu Way and value set.
- Language Level:Business English